Taylor Swapp

Background

About Taylor Swapp

As the Knowledge and Training Lead for the Serco Service Desk, I focus on optimising training processes and maintaining high standards for our end users. I am committed to the team and have enhanced performance by utilising our quality assurance processes to identify and implement improvements in areas for development. As part of my responsibilities in the Service Performance team, I have gained exposure to a service management environment, consistently enhancing my communication skills, especially when leading discussions and training sessions. I take a collaborative, solutions-driven approach to leadership, focusing on knowledge sharing and process optimisation to enhance the service desk's efficiency and overall team success. Some core strengths and competencies I possess are- Collaborative team player with strong interpersonal skills- Naturally identify challenges and develop innovative solutions- Actively seek continuous self-development opportunities- I provide unique and effective solutions to identified areas for improvement- Proficient in ServiceNOW and other key service management applications- Experienced in creating and leveraging processes to drive continuous service improvements, enhancing overall efficiency of the service.